Non payment of Claim

I took out a policy for our 1 year old Golden Retriever of the comprehensive option. Made payments of the said policy by debit order. Our baby took ill in December, I made payment to the vet directly and they filled out all the relevant documents and I duly submitted to Genric's claims department. I did receive a call to confirm that they had received. Thereafter about a week later, received an email from Palesa requesting I complete a release document, which basically says that they will not offer any further cover for this illness, which is contrary to policy documents. I reluctantly completed and returned. They advertise to settle claims in a maximum of 5 working days. It has now been about three weeks. There is no one at their offices you can speak to that will assist and the same answer every time you call. Don't take out any policies with this company.